The Recliner That Jammed Six Weeks Later
The sale ends at delivery. The relationship does not. A drawer runner breaks, a recliner mechanism jams, and what happens next decides whether that family buys their next bed from you.
Written in a notebook, remembered on Thursday
The complaint is taken on the phone and written on a pad. The carpenter is sent when somebody thinks of it, and by then she has rung three times. She is angry now, and the person who took the first call is on leave.
How a complaint is handled
Logged against the original order
The model, fabric, delivery date and who sold it are already there. Nobody asks the customer to describe the sofa she bought from you.
Given to a technician
A carpenter or a service person is assigned, with the address and a date. Now the counter can say who is coming.
What was actually wrong
The fault, what was done about it, and any part replaced. Repeated faults on one model become visible instead of anecdotal. That is worth knowing before you reorder.
Closed only when she says so
The complaint stays open until the customer confirms it is fine. A note of what she said is kept on the record.
Feedback on the same customer
Whatever she tells you afterwards, good or bad, sits with her purchase history and is there the next time she walks in.
What the owner should be asked about
Open complaints are the quietest cost in a showroom. So they get a list of their own.
- Complaints open, and how many days each has been waiting
- Complaints by model, and the ones that keep coming back
- Jobs assigned to each technician this week
- Customers whose complaint was closed and who bought again
Frequently asked questions
Does it handle warranty periods?
The delivery date and the model are on the order, so whether a piece is inside your warranty is easy to see. The terms themselves are yours, and the software does not decide who pays for the repair.
Can the technician update the job from the customer’s house?
There is no separate app for the technician in this product. The counter updates the job after his call, which is one less person to train and one more reason for somebody to ring the customer back.
Can we claim a faulty piece back from the supplier?
You can see every complaint logged against that model, which is the argument you need when you ring them. The claim itself happens between you and the supplier, outside the system.
Tell us what you need.
Send a short brief and one of our engineers will come back to you — usually the same day.
- No obligation
- We reply the same working day
- Your details stay private